INPATIENT GO-LIVE GUIDE Cerner Inpatient Go-Live Launch Date: May 1, 2018 Dear Associate, The countdown to go live is nearing zero! We hope you are as eager as we are to launch Good Shepherd’s new electronic health records system on our inpatient rehabilitation units in Allentown, Bethlehem and Stroudsburg on May 1. This system will enhance safeguards for patient safety, create more efficient workflows and reduce IT pain points for our dedicated clinicians. This guide will walk you through the logistics, including: • What to expect during the cut over to the Cerner Millennium system, including a helpful go-live checklist • How to report an issue • Helpful tips to provide excellent customer service during this transition The Cerner project, dubbed “Patient Connect,” has taken a tremendous amount of dedication and hard work from our project leadership team, clinical and non-clinical Associates as well as the Cerner staff assigned to the project. It is truly a team effort that will benefit patients and families. Thank you for your dedication to implementing better-connected care. Our electronic health records system will be a success because of you! Sincerely,
John Kristel, MBA, MPT, FACHE President & CEO
Frank Hyland, PT, MS Executive Director
Cut-Over Plan Our current documentation system, Medilinks, will go down at 12:01 a.m. on Tuesday, May 1. Therefore, inpatient staff need to stop using Medilinks at midnight. There are a few ways you can help ensure success...
Prior to 12:01 a.m.: ✓ Re-familiarize yourself with your department's downtime procedures. ✓ Make sure that all of your Medilinks documentation is signed. ✓ Make sure that all student/resident notes and orders are properly co-signed. ✓ Nurses: Write a contact note in Medilinks on every active patient. It should read: • "Please note additional charting may be found outside of Medilinks. This note indicates the cutover to Cerner Millennium. Downtime procedures have been initiated."
At precisely 12:01 a.m.: ✓ Move to downtime procedures. After validation of accurate patient data within the system, our units will be brought back up on the new Cerner system one at a time. We will let you know via email, ShepNet and signage hung at each nursing station (including all Allentown floors, Monroe and Pediatrics) precisely when your unit should begin documenting in Cerner. If you are unclear how you should be documenting, look for signs at the nursing station. They will read either, “Use Downtime Procedures” or “This Unit Is Live on Cerner.” (Designated super users will be responsible for hanging these signs). During go live, the ShepNet homepage and emails will include vital information. Please check ShepNet and/or email regularly, or assign someone from your unit/shift to do so. We do not anticipate any disruption to outpatient documentation on May 1.
LTACH Cut Over Our Long-Term Acute Care facilities in Allentown and Philadelphia will go live in Cerner for registration. We will be pre-admitting all patients on the Saturday prior to go live. On May 1, these patients will be flipped from pre-admit to admit status. Patient care will not be impacted. If you are working at LTACH, your processes and workflow should not be affected.
The Red Vest Brigade During the week of go live, Cerner resources (both in-house and contracted Associates) will be on site on each nursing unit to provide 24/7 support. You can identify these super-user helpers by the red vests that they will be wearing. The Patient Connect logo will be displayed on the back of the vest. If you have a question, please do not hesitate to ask any member of the Red Vest Brigade for help.
How To Report an Issue During Go Live • If you experience an issue or have a question about the new system, please contact any member of the Red Vest Brigade. • If a member of the Red Vest Brigade cannot answer your question, he or she will contact the Command Center for assistance. • Additional analysts and Cerner consultants will be staffing a central Command Center on South 12th Street in Allentown. If assistance is requested by your Red Vest resource, someone may need to login to your PC remotely to view the issue/fix the problem. Your Red Vest resource will facilitate this for you. Helpful Tip: Do not contact the IT Help Desk with Cerner-related questions. Your issue will get addressed more quickly by your on-site Red Vest resource.
Login/Password Problems For your convenience, your login and password are the same as your active directory login – the same I.D. and password you use to get into Windows when you first login to your computer.
Service Recovery We are hoping to mitigate any issues related to Cerner implementation; therefore, we will be providing gifts for all active inpatients in advance of go live with a note asking for their patience. We also will be providing each patient/family with a letter describing what to expect before and after go live. The letter asks that patients share any questions or concerns with any member of their care team. If an issue is reported to you, and you need assistance mitigating it, promptly contact Susan Lee (610-730-8712) to enhance service recovery.
Customer Service Reminders DO NOT: •Complain about the system in front of patients or families. •Show frustration or anxiety.
DO: •Stay calm. •Smile – simple gestures go a long way. •Be positive about the change. •Tell patients how the new system enhances care. •Practice AIDET – explain the change, including the reason why we are implementing a new system. (See back page). •Reach out to the Red Vest Brigade if you encounter any problems. •Use your guides that you received during your Cerner training if you are unsure how to do something.
Acknowledge the Patient:
A
• • • •
Knock before entering Smile Make eye contact Greet the patient in a pleasant manner
Introduce Yourself:
I
• State name and role at GSRN • Highlight skills and expertise of self and other health-care team members
Duration:
D
• Give the patient a time expectation • Keep the customer informed as to the amount of time a procedure or process will take • Let the patient know if there is a wait time; give time expectation of that wait
Explanation:
E
• Keep the patient informed by explaining all processes and procedures • Help the patient have clear expectations of what will occur • Use language that the patient can understand • Explain that we are actively launching a new electronic health records system to provide better-connected care. Tell the patient that the new system will enhance safety and streamline communications between his or her care providers.
Thank the Patient:
T
• Consistently thank customers for their time • Express appreciation that they have chosen GSRN • Ask if there is anything else you can do for the patient before ending the interaction • Thank the patient for his or her patience during this transition.